US8719381B2 - Reconfigurable download manager - Google Patents
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- US8719381B2 US8719381B2 US12/898,688 US89868810A US8719381B2 US 8719381 B2 US8719381 B2 US 8719381B2 US 89868810 A US89868810 A US 89868810A US 8719381 B2 US8719381 B2 US 8719381B2
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
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- H04—ELECTRIC COMMUNICATION TECHNIQUE
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- H04L67/00—Network arrangements or protocols for supporting network services or applications
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- H04L67/06—Protocols specially adapted for file transfer, e.g. file transfer protocol [FTP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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Definitions
- the present invention relates to tools and methods for downloading content.
- the Internet provides a platform through which data can be exchanged between end users that are located all across the world.
- Providers of content including audio and video media (e.g., songs, movies, video games, etc.), applications (e.g., Adobe's® Creative Suite and Microsoft's® Office), and electronic services (e.g., remote bug fixing) have realized how they can leverage this platform in order to improve the distribution of their content.
- audio and video media e.g., songs, movies, video games, etc.
- applications e.g., Adobe's® Creative Suite and Microsoft's® Office
- electronic services e.g., remote bug fixing
- a problem many users have with this distribution model is with the time needed to download the content.
- Such content may include software applications, video games, movies, etc. that are on the order of hundreds of megabytes or several gigabytes. It takes several minutes or hours to completely download such content using high speed data connections.
- the end user may lose interest in the content and, as a result, cancel the download. Downloads may also be canceled because of network failures, hardware failures, or software failures. As a result of some such failures, the end user downloads the same content from the beginning. Having to redownload content may result in the end user altogether canceling the download. Cancellation of a download can result in a lost transaction which in turn can result in lost revenue to a content provider or a distributor of content, such as a Content Delivery Network (CDN).
- CDN Content Delivery Network
- a download manager is a software application, script, or set of executable instructions that runs on the end user machine and allows a download to be paused, resumed, or reestablished. Using the download manager, the end user can complete a download through a set of discontinuous download sessions. In the event of failure, the download manager allows an end user to continue a download from the point of failure. Additionally, some download managers provide information for troubleshooting issues that occur during a download, such as a firewall setting that prevents content from being downloaded.
- download managers have several shortcomings that limit their use or cause them to be used only when required. Many download managers are generic to the point of offering only basic pause and resume functionality without any of the reporting or other specialized functionality. In some such instances, the download manager is seen as an unnecessary “bloatware” application.
- download managers are specific to a particular content provider and provide specialized functionality, but only for that particular content provider. For example, when an end user purchases and downloads a music file from Amazon.com, the end user first downloads and installs the Amazon.com download manager. When the same end user purchases a music file from the iTunes music store, the end user first downloads and installs the iTunes application which comes integrated with its own download manager. As a consequence, the end user duplicates the effort and time that is spent downloading and installing a download manager. Some end users may opt out of the download when they realize the added steps and time that are needed to install a different download manager. Other end users may not wish to alter their machines by installing additional software for fear of adding bloatware, malware, or software that originates from a site or vendor that is not trusted.
- Some embodiments provide a reconfigurable tool for managing the downloading of content from, while reporting information to, various content providers and Content Delivery Networks (CDNs) through a single installed instance of the reconfigurable tool.
- the reconfigurable tool is a cross platform application (i) that supports core download management functionality such as pausing, resuming, and reestablishing of downloads and (ii) whose look, operation, and reporting can be fully customized using a configuration file.
- the configuration file is dynamically generated in order to customize the look, operation, and reporting of the download manager on a per content provider, per end user, per downloaded piece of content, or per download event basis.
- the configuration file may include: (i) links to one or more files to be downloaded, (ii) content to customize the display of the download manager, (iii) operations that are conditionally triggered while downloading, and (iv) a reporting configuration to specify what information the download manager reports, where to report the information, and when to report the information.
- the display of the download manager can be customized with branding, engaging content, and advertisements as specified by the configuration file author.
- the engaging content and advertisements are targeted to the end user based on the content the end user has selected to download or based on end user account information.
- the engaging content includes interactive content or video content to keep an end user engaged in a download. In so doing, the likelihood of the end user cancelling the download before completion is reduced.
- the customized reporting of some embodiments allows content providers and CDNs to identify errors that were encountered during a download, obtain performance metrics (e.g., latency, jitter, time to download, etc.) that are associated with downloading content from various servers, obtain statistics (e.g., what content was downloaded the most) about the content being downloaded, record billable events, and obtain other informational data (e.g., end user identification and order numbers).
- Content providers and CDNs can use the reported information to distinguish between effective and ineffective downloads, to distinguish between effective and ineffective download manager configurations, to track and monitor downloads, to determine that a series of events has completed resulting in a chargeable action, and to identify specific end user problems and reasons for failed downloads.
- FIG. 1 presents a process for downloading content using the reconfigurable download manager of some embodiments.
- FIG. 2 presents a flow diagram to illustrate some of the advantages of the reconfigurable download manager of some embodiments in the context of a CDN.
- FIG. 3 illustrates the reconfigurable download manager application in accordance with some embodiments.
- FIG. 4 illustrates the views of the download manager in accordance with some embodiments.
- FIG. 5 presents an example of a configuration file that can be used to customize and configure the download manager in accordance with some embodiments.
- FIG. 6 presents a process for identifying trends based on download manager submitted reports in accordance with some embodiments.
- FIG. 7 presents a process for utilizing end user reports to facilitate end user support in accordance with some embodiments.
- FIG. 8 presents a process for using the reporting functionality of the reconfigurable download manager to facilitate bidirectional communication between the reconfigurable download manager and a report recipient in accordance with some embodiments.
- FIG. 9 illustrates a computer system or server with which some embodiments are implemented.
- reconfigurable download manager is not limited to the embodiments set forth and that the reconfigurable download manager may be practiced without some of the specific details and examples discussed.
- Some embodiments provide a reconfigurable tool for managing the downloading of content from, while reporting information to, various content providers and Content Delivery Networks (CDNs) through a single installed instance of the reconfigurable tool.
- the reconfigurable tool is a cross platform application (i) that supports core download management functionality such as pausing, resuming, and reestablishing of downloads and (ii) whose look, operation, and reporting can be fully customized using a configuration file.
- FIG. 1 presents a process 100 for downloading content using the reconfigurable download manager of some embodiments.
- the process 100 begins when an end user invokes a link to download content from a content provider or CDN.
- the content provider or CDN may require that the reconfigurable download manager be present and running on the end user machine before commencing the download.
- the process determines (at 110 ) whether the reconfigurable download manager is present on the end user machine.
- the process performs (at 120 ) a series of operations to install the reconfigurable download manager and launch (at 130 ) the download manager on the end user machine. Otherwise, the end user has previously installed the reconfigurable download manager and the reconfigurable download manager is launched (at 130 ) on the end user machine.
- the reconfigurable download manager is a container application whose look and operation is specified using a configuration file.
- the link for downloading the content is a link to the configuration file. Therefore, the process downloads (at 140 ) the configuration file to the reconfigurable download manager as a result of the link being invoked.
- the process customizes (at 150 ) the runtime look and configures the runtime operation of the reconfigurable download manager according to the configuration file.
- the configuration file specifies: (i) links to one or more files to be downloaded, (ii) content to customize the display of the download manager including engaging content that keeps the end user engaged in the download and thereby reduces the likelihood of the end user cancelling the download before completion, (iii) operations that are conditionally triggered while downloading, and (iv) a reporting configuration to specify what information the download manager reports, where to report the information, and when to report the information.
- the process downloads (at 160 ) one or more files as specified by the configuration file.
- the reconfigurable download manager provides download management functionality such as pausing, resuming, and reestablishing ongoing downloads.
- the process reports (at 170 ) information back to recipients that are identified in the configuration file.
- the process 100 ends when the download manager has stepped through the configuration file or the download manager application is exited.
- the reconfigurable download manager of some embodiments provides several advantages over current download managers. Firstly, the same reconfigurable download manager application can be reconfigured with a different configuration file in order to provide a completely different download experience when downloading different content, downloading content from a different content provider, or downloading content from the same CDN that is supplied by a different content provider.
- the reconfigurable download manager can be reused by different content providers and CDNs while still allowing the content providers or CDNs the ability to fully customize the look and operation of the download manager.
- the end user downloads and installs the download manager one time.
- the look of the download manager can be customized and the operation of the download manager can be configured per each end user, each content provider, or each CDN as specified by a configuration file author.
- such customization and configuration can be achieved without modifying the code base of the download manager application.
- the configuration file of some embodiments is defined using a set of entities with settable attributes. By specifying the entities and setting the attributes, the configuration file author can achieve a customized look and operation for the download manager without altering the code base of the reconfigurable download manager application.
- the reconfigurable download manager allows content providers or CDNs to provide end users with engaging content to keep the end users engaged when performing long duration downloads.
- the configuration files can be dynamically authored to cause the download manager application to display engaging content that is relevant to purchases, activities, or interests of the end user.
- the configuration files can be authored to dynamically change the engaging content based on various specified events that are triggered during the download. In so doing, the end user remains engaged during the content download. Consequently, the end user is less inclined to cancel a download that has begun, thereby improving the rates for completing transactions with a content provider or CDN. These improved rates translate into additional purchase orders being fulfilled which results in greater revenue to the content provider or CDN.
- the download manager can be configured to perform customized reporting to any recipient. Moreover, such customized reporting occurs without having to reinstall the download manager or manually configure the download manager.
- the reporting increases the download manager's effectiveness by providing content providers and CDNs with errors that were encountered during a download, performance metrics (e.g., latency, jitter, time to download, etc.) that are associated with downloading content from various servers, obtain statistics (e.g., what content was downloaded the most) about the content being downloaded, record billable events, and obtain other informational data (e.g., end user identification and order numbers).
- Content providers and CDNs can use the reported information to distinguish between effective and ineffective downloads, to distinguish between effective and ineffective download manager configurations, to track and monitor downloads, to determine that a series of events has completed resulting in a chargeable action, and to identify specific end user problems and reasons for failed downloads.
- FIG. 2 presents a flow diagram to illustrate some of the advantages of the reconfigurable download manager of some embodiments in the context of a CDN.
- a particular end user 210 running the reconfigurable download manager application downloads first content that is supplied by a first content provider 220 and second content that is supplied by a second content provider 225 from a CDN 230 that hosts each of the first and second content.
- the end user 210 invokes (at 240 ) a link at a website of the first content provider 220 .
- the first content provider 220 provides (at 245 ) the end user 210 with a configuration file.
- the configuration file launches the reconfigurable download manager on the end user machine, customizes the look of the download manager, and configures the operation of the download manager to request and download the first content from the CDN 230 .
- the provided configuration file contains the URL or IP address and any other relevant information (e.g., authentication parameters) for downloading the first content from the CDN 230 .
- the end user 210 requests (at 250 ) the first content from the CDN 230 .
- the CDN 230 commences the download and the requested content is downloaded (at 255 ) to the end user 210 . While downloading, various reporting events that have been configured in the operation of the download manager are triggered. These events cause the download manager to send (at 260 ) various reports regarding the download from the end user machine 210 to each of the first content provider 220 and CDN 230 . In some embodiments, the end user 210 sends different reports at different times to the first content provider 220 than to the CDN 230 as specified by the configuration file.
- the end user 210 invokes (at 265 ) a link at a website of the second content provider 225 .
- the second content provider 225 provides (at 270 ) the end user 210 with a different configuration file.
- This configuration file again changes the look and operation of the download manager.
- This configuration file contains the URL or IP address and any other relevant information for downloading the second content from the CDN 230 .
- the end user 210 requests (at 275 ) and downloads (at 280 ) the second content from the CDN 230 .
- the configuration file provided by the second content provider 225 configures the download manager to send (at 285 ) reports regarding the download of the second content from the end user 210 to the second content provider 225 .
- the reporting of the reconfigurable download manager is changed on-the-fly without altering the code base of the reconfigurable download manager application.
- This ability to download content from a CDN while reporting information to the provider of the content provides incentives for both the CDN and the content provider.
- the CDN provides the content provider with a platform to which it can offload its content for distribution.
- the reconfigurable download manager provides the CDN with a tool that the content provider can customize to control what information is reported back to it when its content is downloaded from the CDN.
- the reconfigurable download manager provides a means with which the content provider can customize the end user download experience on-the-fly and in real-time as the end user downloads content from the CDN 230 .
- the second content provider 225 sends (at 290 ) a modified configuration file to the end user 210 in response to information that was included within the reports that were sent at step 290 .
- the modified configuration file on-the-fly and in real-time modifies (at 295 ) the operation of the download manager running on the end user machine 210 as it continues to download content.
- the download manager is a cross platform application that can be installed and run on a variety of operating systems (e.g., Windows 7, OS X, Linux, etc.) and across various end user machines (e.g., computers, mobile devices, and game consoles).
- operating systems e.g., Windows 7, OS X, Linux, etc.
- end user machines e.g., computers, mobile devices, and game consoles.
- the download manager may be developed using the Adobe Air platform or Java platform.
- Such a cross platform application reduces the development effort as one version of the download manager application is created for several systems and platforms.
- the ability to reconfigure the download manager further reduces the development effort as content providers and CDNs can abandon their own development efforts devoted to maintaining their proprietary download managers. Instead, by adopting the reconfigurable download manager, they are provided a shared code base that can be developed by one party and reused by all parties. In so doing, the content providers and CDNs can shift their focus to providing end users with a better overall user experience by optimizing the customization and operation of the download manager with the configuration file. Additionally, the reconfigurable download manager provides cost savings in that content providers no longer have to maintain and develop a proprietary download manager application and bandwidth savings as content providers no longer have to distribute the proprietary download manager.
- FIG. 3 illustrates the reconfigurable download manager application 310 in accordance with some embodiments.
- the reconfigurable download manager 310 includes core functionality 320 , configuration file parsing engine 330 , network messaging engine 340 , and graphical user interface (GUI) 350 .
- GUI graphical user interface
- the core functionality 320 allows for a download to be paused, resumed, or reestablished.
- the core functionality 320 may optionally provide support for (i) multiple concurrent connections for distributed content downloads whereby different segments of a particular piece of content are downloaded from different servers, (ii) downloading multiple files, (iii) client/server side bandwidth limiting, (iv) download limits, (v) Digital Rights Management (DRM), (vi) security mechanisms (e.g., authentication and authorization), (vii) digital signatures, (viii) scheduled downloads, and (ix) report generation.
- This core functionality may be dynamically invoked as per specifications of the configuration file or manually invoked by the end user through GUI interactions.
- the configuration file parsing engine 330 receives a configuration file as input and parses through the various entities defined therein. While parsing the entities, the parsing engine 330 executes the operations specified by the entities. Such operation execution may invoke various core functionality, modify the configuration of the download manager, modify the operation of the download manager, generate reporting messages, and change the GUI display of the download manager.
- the configuration file entities may specify or link to other applications (e.g., Adobe® Flash), scripts (e.g., JavaScript), or content. Accordingly, the parsing engine 330 is responsible for running these applications, scripts, or content.
- the configuration file is described in Section III below.
- the network messaging engine 340 controls the sending and receiving of reporting messages. Reports may be sent to one or more recipients using email or other messages (e.g., HTTP, TCP, UDP, etc.) that identify the recipients using URLs or IP addresses. Section IV below describes the reporting functionality of the reconfigurable download manager of some embodiments.
- the GUI 350 includes a set of standardized buttons or other graphical elements (e.g., menu items) for pausing, resuming, or reestablishing a download in addition to other core functions. Additionally or alternatively, the GUI 350 includes customizable views with which to display custom information to the end user.
- FIG. 4 illustrates the views of the download manager 410 in accordance with some embodiments. As shown, the download manager 410 includes a set of views 420 , 430 , 440 , 450 , and 460 that may be static or dynamically customized based on the configuration file.
- the views 420 and 430 are used as a header and a footer for the reconfigurable download manager application window.
- the view 420 is for displaying header information and branding of a content provider such as the content provider logo.
- the view 430 is a footer for displaying branding of a CDN, content provider partner, or additional branding of the content provider.
- Branding may include a graphic, animation, logo, or text. Branding may also include clickable graphics that are embedded with one or more hyperlinks that forward an end user to a specified website when the graphic is clicked.
- the view 440 may be configured to display a progress bar.
- the progress bar indicates the amount of downloaded content and the amount of content that remains to be downloaded.
- the view 440 may display other progress information such as elapsed time since the download began or which content in a sequence of content is currently being downloaded.
- the view 440 may be a tab bar or window that can be titled independent of the other views.
- the view 450 may be configured to display engaging content.
- the engaging content may include graphics, videos, games, or other content that keeps the end user engaged while performing a download.
- the engaging content may be interactive such that the end user is able to interact with the content using keyboard, mouse, or touch controls.
- the view 450 may be configured to display a mini-game from the video game that is being downloaded.
- Such interactive content may be downloaded as JavaScript or as Adobe Flash content.
- the view 450 may be configured to display a brief video or interactive tutorial about the controls of the video game or the video game itself.
- such content is streamed to the download manager as it downloads other content. The streaming may occur from the content provider, CDN, or third party partner.
- Such content may also be downloaded prior to beginning the content download or may be included as part of the download manager installation.
- the view 450 is a tab bar or window that can be titled or styled per content provider or CDN specifications.
- the view 460 may be configured to display various advertisements during the download.
- the advertisements are targeted to the end user based on what the download manager application is downloading. For example, if the download manager application is downloading content that is developed by a particular company, the advertisements may be used to notify the end user of other content of the particular company.
- Each of the views 420 - 460 can dynamically change when the download manager is downloading one or more files.
- the configuration file may specify various triggering events that cause one or more of the views 420 - 460 to change. For example, when an end user begins a download, the view 460 can change to display advertisements that are particular to the content being downloaded. As another example, when a download is paused, the view 450 can change to display an interactive game that could cause the end user to resume the download as the game is played within the view 450 . Customizing and configuring the views 420 - 460 using the configuration file is described in Section III below.
- the views of the download manager are fixed in location and size.
- the length of the download manager is defined to be 800 pixels and the width of the download manager is defined to be 600 pixels. It should be apparent to one of ordinary skill in the art that the download manager can be any varying length or width and is not constrained to the dimensions presented in FIG. 4 .
- content providers or CDNs can customize the position and dimensions of the download manager application and its views.
- the download manager is a HyperText Markup Language 5 (HTML5) application in which the look of the application is specified using Cascading Style Sheets (CSS) that the content provider or CDN is provided access to. Accordingly, the default layout of the download manager can be overwritten by changing the CSS code without having to download and reinstall the download manager.
- HTML5 HyperText Markup Language 5
- CSS Cascading Style Sheets
- the download manager can be used to download content from various content providers or CDNs.
- some embodiments provide scripting code (e.g., Adobe Flash) that is to be included as part of a content download button or link.
- the script executes. First, the script determines whether the end user machine has the appropriate runtime environment (e.g., Adobe Air) installed. Second, the script determines whether the download manager is installed on the end user machine. In some embodiments, these determinations are made by checking one or more directory paths or registry settings on the end user machine. When either the runtime environment or download manager is not installed, the script provides a notification to the end user asking the end user to download the necessary components from a site before proceeding with the download. In some embodiments, the script provides the appropriate links from which to download the missing software components.
- script provides the appropriate links from which to download the missing software components.
- the configuration file customizes the display of the download manager and configures the operation of the download manager.
- the configuration file is defined using open formats such as Extensible Markup Language (XML).
- XML Extensible Markup Language
- the configuration file is defined by a schema whereby various operations, settings, and displays of the download manager can be specified using a set of defined entities. Each entity includes one or more settable attributes.
- the definition of the configuration file can be expanded beyond the defined entities using extensible entities and by embedding code, applications, or scripts into the configuration file. These entities, code, applications, and scripts are executed by the parsing engine of the download manager.
- the configuration file may be hosted at a content provider's site, at a server of a CDN, or at some other location in the Internet.
- the configuration file is passed to the end user machine where it is processed by the download manager.
- the download manager is installed on the end user machine, it registers itself as a particular file type handler for the configuration file (e.g., *.dlm).
- the download manager is automatically launched as the application for handling the configuration file.
- the configuration file is statically generated such that each end user that clicks on a particular download link is provided with the same configuration file.
- the configuration file is dynamically generated. When dynamically generated, each end user that clicks on a particular download link is provided with a configuration file that is generated on-the-fly.
- the configuration file may be dynamically populated with links to content that the end user has selected to download, information particular to the end user (e.g., account information or order numbers), operational parameters that are specific to the end user, or a reporting configuration that is particular to the end user.
- the configuration file at an e-commerce site may be dynamically generated based on contents of each end user's shopping cart and information about the end user. Different end users select different content to download. Therefore, the site generates different configuration files that contain different links to the various selected content. In this manner, content providers and CDNs can define multiple experiences based on a request by request basis.
- the content provider server takes as input information that is derived from the end user. This information may include end user account information and purchase information. This information may already be present within the content provider's Customer Relationship Management (CRM) systems or other such systems.
- CRM Customer Relationship Management
- the server performs a configuration file generation process to generate the custom configuration file based on these inputs.
- the generated configuration file is then associated with a download link (e.g., shopping cart checkout button) that is presented to the end user. When the end user clicks on the link, the configuration file is passed to the end user machine.
- a download link e.g., shopping cart checkout button
- FIG. 5 presents an example of a configuration file that can be used to customize and configure the download manager in accordance with some embodiments.
- the configuration file includes various entities 510 - 580 and the associated attributes.
- the ⁇ downloadmanager> entity 510 identifies the beginning of the configuration file and is the first entity that is processed by the download manager. Encompassed within the scope of the ⁇ downloadmanager> entity 510 are other entities for specifying global parameters and localized parameters that customize and configure the look and operation of the download manager for one or more download sessions.
- the global parameters specifies a version number, content provider identification information, CDN information, and/or end user information.
- the ⁇ partner> entity 520 specifies information about a content provider whose content is being downloaded.
- the information can include information such as the company name, content provider identification number used to identify a content provider when the content is hosted by a CDN, information about the end user who is requesting the content, and escalation information in the event of a failed or interrupted download.
- the above ⁇ escalate> entity includes attributes for presenting the end user with contact information (e.g., name and telephone number) and a link to open a chat session with online customer support in the event of a failed or canceled download.
- contact information e.g., name and telephone number
- the ⁇ download> entity 530 identifies the files to be downloaded and operations to perform as part of the download session.
- the ⁇ download> entity 530 may include one or more ⁇ sequence> entities 540 that may include one or more ⁇ interaction> entities 550 or ⁇ event> entities 560 .
- the ⁇ sequence> entity 540 defines the workflow for a download session and the order with which the download manager proceeds during the download session. More specifically, each ⁇ sequence> entity 540 specifies attributes for downloading a particular piece of content. An end user that is downloading a single piece of content would be provided with a configuration file with a single ⁇ sequence> entity 540 specified and an end user that is downloading three pieces of content would be provided with a configuration file with three ⁇ sequence> entities 540 specified. As part of each content being downloaded within a ⁇ sequence> entity 540 , the look and operation of the download manager can be customized with the ⁇ interaction> entities 550 or ⁇ event> entities 560 .
- the ⁇ interaction> entity 550 controls what is displayed within the views of the download manager.
- the attributes of this entity can be set to display images, animations, videos, games, Flash content, HTML content, interactive messages, text, or streaming content as some examples.
- Such content can be obtained from any server accessible via a URL or IP address.
- ⁇ /interaction> specifies displaying Flash content from a particular URL.
- Some defined events include the ⁇ on Start> event that is triggered when a new sequence or download commences and the ⁇ on Progress> event that is triggered when a download reaches a percentage that is specified as an attribute of the event. Other defined events can be triggered when the download reaches a certain time duration (e.g., one hour into the download), a specified number of files have been downloaded, a particular file name has been downloaded, etc. For purposes of simplicity, a full listing of the ⁇ event> entities 560 is not provided.
- the above event is triggered when a download is paused.
- the action performed when the download is paused includes changing a particular view of the download manager by download the XYZ.jpg image from the www.adserver.com website.
- the ⁇ event> entity 560 can be used to provide internal troubleshooting or failover.
- an ⁇ event> entity 560 can be specified such that if a particular download does not reach 10% completion within 5 minutes, the download switches from a first server and resumes on a second server.
- an ⁇ event> entity 560 can be specified to present escalation information if a download is not complete within a specified time interval.
- the ⁇ ad> entity 580 controls what information is displayed within the advertisement view of the download manager.
- the ⁇ ad> entity 580 may specify a URL to an advertisement graphic, animation, or other form of advertisement.
- the ⁇ ad> entity 580 may specify a URL to an advertisement server and provide various advertisement parameters so that the advertisements provided by the advertisement server are targeted to an end user according to the provided parameters.
- Each of the entities 510 - 580 described thusfar include one or more attributes that the configuration file author can specify to customize the look or operation of the download manager. It should be apparent that the entities 510 - 580 can include more or less settable attributes for further customizing the download manager of some embodiments and that the configuration file can include more or less entities than those described herein.
- the download manager operates as a reconfigurable reporting tool.
- This reporting tool enables content providers and CDNs to obtain any customized set of information from the end users at the beginning of a download, during a download, and at the completion of a download.
- the reporting can identify errors that were encountered during a download, obtain performance metrics (e.g., latency, jitter, time to download, etc.) that are associated with downloading content from various servers, obtain statistics (e.g., what content was downloaded the most) about the content being downloaded, record billable events, and obtain other informational data (e.g., end user identification and order numbers).
- the reporting functionality facilitates bidirectional communication between the download manager and the report recipient.
- the report recipient can dynamically alter the configuration file or directly reconfigure the download manager application in response to the reported information.
- the download manager may send download progress reports to a CDN when it is downloading content from one or more servers of the CDN.
- the CDN analyzes the reports in real-time to determine whether additional servers can be used to expedite the download or whether the download manager should continue its current download from a different server that would better distribute the content to the download manager.
- the CDN sends a modified configuration file or a set of commands to the download manager.
- the customizability of the configuration file allows the reporting to be customized per end user, per content provider, per each downloaded piece of content, per a download event, or per any other parameter that is specified in the configuration file.
- the configuration file author utilizes the ⁇ report> entity along with various other entities to specify what events trigger a report at what time or event during a download, what information is included within the report, and where the report is passed for storage or processing.
- the triggering of a first set of events e.g., 20% download reached
- the first recipient may be a CDN where the first set of reports identifies various download performance metrics that the CDN can analyze to improve content distribution.
- the triggering of a second set of events (e.g., 404 error) can be specified in the configuration file to send a second set of reports to a second recipient such as a content provider so that the content provider can troubleshoot errors encountered by the end user.
- the process analyzes (at 620 ) the group of reports to identify trends within the group.
- Various algorithms may be specified to perform the analysis. For example, a provider of digital music downloads may identify which music tracks were downloaded the most in the past month. As another example, a content provider may identify the price range for the most frequently purchased content of the last month.
- the reports can also be analyzed to monitor the effectiveness of interactive content that is provided with the configuration files. For example, the aggregated reports can be used to determine what interactive content end users most frequently viewed, clicked on, or otherwise engaged with and what content was ignored by end users.
- the process can modify (at 630 ) what content is offered on an e-commerce site, modify promotions to move less purchased content, or modify the configuration files that are sent to end users in an effort to keep end users better engaged in a download. Additionally, these modifications can be used to customize the user experience the next time a particular end user visits the content provider's site or can be used to customize the site for other end users.
- FIG. 7 presents a process 700 for utilizing end user reports to facilitate end user support in accordance with some embodiments.
- This process 700 previously submitted end user reports are stored to a database such as a CRM database.
- the stored reports are accessed to assist customer support representatives when responding to end user help requests.
- the information within the report can be used to identify what content was downloaded, whether the download was complete, and possibly why the content cannot be run on an end user machine.
- the process 700 begins when an end user places a help request to a content provider or a support center that is associated with a content provider.
- the process requests (at 710 ) end user identification information such as customer name or order number.
- the process accesses (at 720 ) reports submitted by the end user based on the end user identification information.
- the identification information is an order number
- the process can obtain the report that was submitted as a result of a particular download session that is associated with the order number.
- the content provider representative is provided with information that can be used to identify why a particular download may have failed, why content cannot be run on an end user machine, or to verify end user accusations such as whether or not content was received by the end user.
- the accessed reports are therefore used (at 730 ) to troubleshoot individual end user help requests and the process ends.
- FIG. 8 presents a process 800 for using the reporting functionality of the reconfigurable download manager to facilitate bidirectional communication between the reconfigurable download manager and a report recipient in accordance with some embodiments.
- the process 800 begins when the recipient receives a report from the reconfigurable download manager.
- the process analyzes (at 810 ) the report information to identify whether certain download conditions are met during a download. These download conditions can be used to ensure that the download manager is downloading content with an acceptable level of performance. For example, the report recipient may analyze the report to identify that a certain percentage of a content download is complete within a threshold time duration or that packets are not being lost during the download.
- the bus 905 collectively represents all system, peripheral, and chipset buses that communicatively connect the numerous internal devices of the computer system 900 .
- the bus 905 communicatively connects the processor 910 with the read-only memory 920 , the system memory 915 , and the permanent storage device 925 . From these various memory units, the processor 910 retrieves instructions to execute and data to process in order to execute the processes of the invention.
- the processor 910 is a processing device such as a central processing unit, integrated circuit, graphical processing unit, etc.
Abstract
Description
<escalate> | ||
<escalationConact>Customer Experience</escalationConact> | ||
<escalationPhone>+1 888 888-8888</escalationPhone> | ||
<escalationChat>gtalk:chat?jid=foo@gmail.com&from_jid= | ||
bar@gmail.com</escalationChat> | ||
</escalate> | ||
<event> | ||
<onPause> | ||
<interaction view4=http://www.adserver.com/XYZ.jpg> | ||
</interaction> </onPause> </event> | ||
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